Costs, payment and your order total

A clear breakdown of what you pay, why, and when.

What do I pay for?

Your order total is made up of three parts:

Total Prescription Costs — The dispensing cost of each medication. The price depends on the medication itself, how much has been prescribed, and whether a Pharmaceutical Benefits Scheme (PBS) subsidy applies to you.

Delivery cost — The fee for getting your medication to you. This varies by delivery option and by the medication's storage and handling requirements.

GST — A small amount of GST applies to the delivery portion of your order, as required under Australian law. Most prescription medicines themselves are GST-free.

You'll see a full breakdown on the Review your order screen before you confirm anything.

How much does delivery cost?

Indicative fees:

• Express delivery — from $20
• Regular delivery — from $15
• Click & Collect — no delivery fee (you collect in person)
• E-script (SMS QR code) — no delivery fee (you pay the pharmacy directly when dispensed)

Fees can be higher for medications that require cold-chain packaging, signature-on-delivery handling, or rural and remote delivery. The app will always show the exact cost for your specific order before you pay.

Why is my delivery cost higher than the base rate?

A few reasons may apply:

• Cold-chain medications require temperature-controlled packaging and delivery partners
• Controlled medications may need signature-on-delivery handling
• Rural or remote addresses can carry a small additional fee to cover extended delivery routes
• Large or multiple medications may require a bigger parcel or a specialised courier

We show these costs up front on the Review your order screen so there are no surprises.

What payment methods can I use?

Abby accepts:

• Card (Visa, Mastercard)
• Apple Pay
• Link
• Klarna (pay later)
• Afterpay (four interest-free payments)
• Affirm

If you'd prefer not to use one of these, get in touch with our patient care team and we'll work something out.

When is my card charged?

Your payment method is authorised when you tap Proceed to payment and charged once the order is confirmed. If the order can't be fulfilled — for example, a medication is temporarily out of stock — we'll either adjust the order with your permission or refund you in full.

Are medications cheaper through Abby?

Medication prices through Abby reflect the retail dispensing price set by the pharmacy, plus any PBS subsidy you're eligible for. We don't mark medications up, and we don't discount them. Delivery is the service layer on top.

If you have a concession card or are eligible for the PBS Safety Net, those benefits apply in the same way they would at any Australian pharmacy.

Can I get a receipt or tax invoice?

Yes. A tax invoice is emailed to you as soon as your order is confirmed, and a copy is always available under My Medications → Order details.

If you need an itemised receipt for private health insurance or Medicare-related claims, the invoice includes the PBS item numbers and dispensing details where applicable.

What if my order is cancelled or I need a refund?

If we cancel an order (for example, a script can't be fulfilled), you're refunded in full — including delivery — to your original payment method, usually within three to five business days.

If you'd like to cancel an order yourself, it can be cancelled for free any time before it's dispensed. Once dispensed, we can't always reverse the charge, but get in touch with our patient care team and we'll do what we can.

Still have questions about costs?

• Open the Abby app and tap Need some help? → Speak with Mae, Catherine or Dom from customer service (available 5:30am to 11:30pm, every day)
• For PBS eligibility questions, Services Australia is the authoritative source: servicesaustralia.gov.au

Find Comfort. Abby Health. Care that understands you.